Mansons Complaints Procedure
As a member of the following:
The Guild of Property Professionals
UKALA
The National Residential Landlords Association
The Property Ombudsman
Mansons Property Consultants aims to provide the highest standards of service to all landlords and tenants, but to ensure that your interests are safeguarded, we offer the following: If you feel it necessary to make any kind of complaint, we would respectfully request that any grievance is sent to us in writing including the nature of the issue for the attention of:-
Complaints relating to Property Management: Mrs Cindy Barrow, Property Management Department at the address below.
Complaints relating to Sales and Letting: Mrs Deborah Thorpe, Sales and Letting Department at the address below.
Mansons Property Consultants Ltd
5 Holly Avenue West,
Jesmond,
Newcastle Upon Tyne.
NE2 2AR
Once your letter has been received it will be acknowledged in writing within 3 working days and a proper investigation promptly undertaken. A formal written outcome of your investigation will be sent to the Complainant within 15 working days. A senior member of staff not directly involved in the transaction should deal with the complaint. If the complainant is dissatisfied with the result of the internal investigation, please contact Mr Nick Manson, Company Director of the firm in writing. Who will further investigate the complaint within 15 working days. Or if the complainant would prefer, Mansons Property Consultants can arrange mediation between the complainant and the company. Mr Nick Manson (Managing Director), Mansons Property Consultants, 5 Holly Avenue West, Jesmond, Newcastle upon Tyne, NE2 2AR. If we have responded to your complaint in writing and no progress towards a resolution has been made within 30 days of your initial written complaint, we would recommend that you contact The Property Ombudsman within a timescale of 12 months of Mansons final viewpoint letter to the below address to :- The Property Ombudsman Ltd, Milford House, 43-45 Milford Street, Salisbury, Wiltshire. SP1 2BP Telephone: 01722 333306
Please note that Mansons Property Consultants are a member of the following client money protection and redress schemes:
UKALA Client Money Protection (member number 084477)
The Property Ombudsman (TPO) (Redress Scheme)
Last updated at 12:33 PM 16/11/2020 by Nick Manson
Further to your recent review, I have identified the property from the damp/condensation issues noted in your review.
I was really disappointed to read your comments. You highlighted your concerns and previous loss of items to Mansons on the 23rd April 2013, prior to this you had liaised directly with the landlord. Mansons would not advise dealing direct with a landlord as we would liaise with them on your behalf. Your original query was to continue with the tenancy but, on a solo basis which the landlord declined. I then liaised between yourself and the landlord regarding compensation for the mould on the mattress and bed slats. I supplied you with all the information you required to take this to arbitration with My Deposits and also advised the process for Small Claims Court, I also advised, although the landlord wanted to withhold the report on the property this would be made available to you once a dispute had been logged with My Deposits.
It was most certainly not a case of us allowing the landlord to hide evidence, they have the right to ask us not disclose reports to you as you had the right to ask us not to disclose some of the contents in your correspondence. To reiterate if this had gone to arbitration with My Deposits or to a Small Claims Court all correspondence from all parties including any reports would have come to light, therefore Mansons had nothing to hide. The dispute has now been resolved as you asked Mansons to put a further offer to the landlord, the landlord accepted the offer.
As for staff being rude and unhelpful at the beginning of your tenancy, Mansons take complaints of this nature very seriously and this will be fully investigated.
If you wish to discuss this further please do not hesitate to contact me or alternatively the director Mr Manson is fully up to speed with this property and will be happy to discuss this with you.
Kind regards, Cyndi Barrow